1 - 7 of 7 articles
PurposeThe capability of an organization to perform not only incremental quality improvements to the existing processes and products but also innovative or radical improvements that explore new opportunities is referred to as organizational ambidexterity. Research indicates that the long-term...
PurposeThis study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger loyalty, customer engagement, customer satisfaction, brand image, perceived value and service quality are identified...
PurposeThe purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present...
PurposeThe purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred.Design/methodology/approachThree categories of teleological actions are...
PurposeThis paper aims to investigate the role of qualified professionals acting as facilitators. These intermediaries can help to reduce information asymmetry between the manufacturer and the customer and to transfer knowledge to evaluate the quality of a product or service before use by the...
PurposeThis study aims to assess students’ perceived quality of university administrative services, and reconnoiter the disparities in their perceptions according to their gender and college. This study also scrutinizes the influences of students’ perceived quality of university administrative...
PurposePast studies have noted the important role of employee suggestion system (ESS) within the organizations. The use of ESS has been shown to help organizations address improvement- and cost-related problems. The advantages of ESSs are not limited to improving a work-related performance but...
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